Job summary
We are recruiting a Client Referral Advisor toprovide an efficient and accurate client referral service to NHS Talking Therapies (IAPT) Telephone and Referral Centre.
Main duties of the job
The Telephone and Referral Centre is the hub of Coventry, Warwickshire & Solihull IAPT (Improving Access to Psychological Therapies) Service.
The team of client referral advisors are the first point of contact for individuals accessing the service. Demand is extremely high and can often involve dealing with people who have never spoken to anyone about how they feel before. Support is on hand from a Senior Psychological Wellbeing Practitioner who will deal with risk calls and also offer appropriate de-briefing and support to the referral team as required.
About us
Coventry and Warwickshire Mind has been developing and delivering quality services with, and for, people with mental health problems for over fifty years.
An independent charity governed by a group of local trustees, Coventry and Warwickshire Mind is affiliated to the national Mind network made up of over 120 organisations across England and Wales. Each local Mind is unique, working hard to understand the needs of their community and tailoring their services to match.
We want to make sure that everyone with a mental health problem gets the support they need and the respect they deserve. This could mean having access to information, a listening ear, or more specialist support and services to help someone to live and recover from their mental health problem.
Our Aims
- To work for improvements in mental health care and services.
- To provide and pioneer facilities to complement and offer alternatives to statutory agencies.
- To increase public understanding and concern.
Job description
Job responsibilities
Job Title: Client Referral Advisor
Location: NHS Talking Therapies (IAPT), Coventry
Salary: £22,816 per annum
Hours: Full time 37.5 hours per week
Key Responsibilities include:
- To be the first point of contact for the general public and health professionals and deal with them in a sensitive and professional manner maintaining confidentiality at all times.
- To manage the client journey from point of referral to booked assessment.
- On occasion it will be necessary to gather sensitive information from clients who may be very distressed and disclose potential risk to self or others.
- Work closely with Duty Therapist, ensuring appropriate escalation when there is disclosure of risk-related issues by the client/caller.
- To ensure that all relevant up to date client information is entered onto the appropriate database. This may include clinical information which will need to be recorded accurately and concisely.
- To ensure where appropriate processes are followed to book individuals into an assessment with a therapist.
- To take messages and ensuring these reach the appropriate member of staff using agreed procedures.
Essential criteria include:
- Excellent communication skills, both verbal and written.
- Excellent computer skills.
- Ability and experience of working with a wide range of people.
- Good time management & organisational skills.
- Attention to detail at all times.
- Commitment to valuing fair access & diversity.
- Flexible approach to working.
What We Can Offer You:
The following are just some of the benefits that Coventry and Warwickshire Mind offer its employees:
- Annual Leave- 25 days plus bank holidays plus an extra day for every 2 completed holiday years service, to a maximum of 5 additional days after ten holiday years of service (pro-rata).
- Wellbeing Day - Every employee receives the benefit of a Wellbeing Day, each year, which can be booked if you feel you need a day to take care of your own mental health and wellbeing.
- Life Insurance Policy - All employees of Coventry and Warwickshire Mind are covered by a Life Insurance policy. You will be auto enrolled onto the scheme from day one of service and are covered for the duration of your working life with the organisation or until your 75th birthday, if still employed by CW Mind. The cover is for a payment of 2 x gross salary (tax free), should you die whilst in service with CW Mind.
- Employee Development- Active encouragement not only to assist performance in the current role but also for the benefit of personal development via various means.
- Pension -Minimum 5% employee contribution and 3% employer contribution, with an ethical investment policy option.
- Sick pay- On passing the probationary period, Coventry and Warwickshire Mind employees will be entitled to paid sick leave.
Mandatory Questions:
If you are submitting a CV, you MUST include answers to the following questions, these can also be found on our application form:
- Do you have any unspent convictions or conditional cautions?If yes please give details of date(s) of offence(s), nature of offence(s) and sentence(s) passed.
- Are there any restrictions regarding your employment in the UK? E.g. do you require a work permit? If yes please provide details.
- Are you the partner or relative of anyone currently connected with Coventry and Warwickshire Mind? (either as a volunteer, service user or employee If yes please confirm their name and which project they are connected with if known.
- Do you hold a UK driving license?
Closing date: Monday 30th October 2023
Interview dates: Wednesday 8th and Thursday 9th November 2023
Previous applicants need not apply.
Please note: Only successful applicants will be notified.
We reserve the right to close the application window early and without notice should a suitable number of applications be received.
Coventry and Warwickshire Mind values diversity and difference. We welcome applicants from all sections of the community, particularly under-represented groups and people with lived experience of mental health issues.
Coventry and Warwickshire Mind is a leading mental health service provider and an equal opportunities employer.
Person Specification
Qualifications
Desirable
- Admin qualifications or evidence of continuing professional development.
Experience
Essential
- Experience of working in an administrative environment.
- Experience of supporting people who have suffered with mild to moderate depression and anxiety (this experience does not need to be in a paid capacity).
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Coventry and Warwickshire Mind
Address
Wellington Gardens
Coventry
CV1 3BT